Customer Service Training

NANCY CRESPO-TORRES

** ***** ******

Garfield, New Jersey 07026

H: 973-***-**** / C: 973-***-****

********@*******.***

SUMMARY

Accomplished customer-focused Business professional with over fifteen years

of experience in cross functional customer teams. Expertise in training,

collections, computer projects, customer service, chargebacks, and rebates.

Proficient in analysis, negotiations and contract administration.

TECHNICAL SKILLS

Microsoft Office Suite, SAP-(finance module), CARS/IS, CIS, Trackwise,

ShareWeb - (Open Text Live Link) People Soft (HR module),

In-house software modules (EZ-Web and On-line survey)

PROFESSIONAL EXPERIENCE

HOFFMANN-LA ROCHE INC., Nutley, New Jersey 1988 - 2010

Revenue Team Analyst (2007 - 2010)

Accountable for collecting Debit A/R Portfolio of $500K for one of the top

three accounts and Puerto-Rico in an Order-to-Cash cross functional

environment. Identified and resolved customer issues as they pertained to

overages, shortages, debits, credits, orders, returns, pricing, shipping,

and order status.

. Consistently exceeded key performance metrics by achieving a quarterly

average of 99% current, zero items over 90, and a four month rolling

trial.

. Successfully trained new hires in collecting chargeback deductions,

utilizing expertise and knowledge of chargeback process and systems.

. Accomplished weekly goal of monitoring and reconciling blocked credits

for assigned accounts through analyzing and researching discrepancies

between original customer debit and issued credit.

. Successfully met and exceeded established percentage of orders entered,

team call coverage, abandoned call rate and customer unadjusted items

cycle time.

. Created and analyzed excel short pay forms (using Excel Advance functions

i.e. Vlookup, Pivot Tables) for two of the top three accounts (CVS and

McKesson) utilizing and downloading data from SAP and trackwise.

. Identify opportunities to improve the order fulfillment process through

root cause analysis and statistical sampling for returns, damages, and

shortages.

. Six Sigma part one six sessions - "Getting Lean"

IT Training Analyst (2005 - 2007)

Computer Trainer for IT Global division. Trained employees on in-house

software applications contingent on departmental needs and global

initiatives such as upgrades to Microsoft Office (all applications).

. Skillful in evaluating effectiveness of training and altering curriculum

and/or course materials to adjust to company requirements.

. Effectively organized, prepared and conducted training courses to meet

customer's needs.

. Proficient in identifying customer's training needs.

. Achieved acquiring knowledge of new training programs (instructor-led, e-

learning and distance learning) to support business requirements.

. Conducted Train-the Trainer sessions as required for projects.

. Experienced in marketing training services by means of creating

companywide desk drops, promoting services in classroom sessions and

organizing campus exposure of IT training services.

. Scheduled classes, updated departmental website and coordinated classroom

usage.

. Administrator and company liaison for in-house E-learning program (Netg).

Revenue Team Analyst (2000- 2005)

Collector of invoices and deductions, managed $200K Debit A/R Portfolio for

forty-five regional and Puerto-Rico accounts. Efficiently and effectively

performed daily functions of the order to cash process.

. Surpassed key quarterly performance metrics by achieving an average of

99% current, 0 for items over 90, and four month rolling trial.

. Successfully trained new hires in collecting chargeback deductions by

utilizing expertise and knowledge of chargeback process and systems.

. Initiated and participated in communication sessions with customers and

department teams to resolve issues, concerns and discrepancies.

. Successfully met and exceeded established percentage of orders entered,

team call coverage, abandoned call rate and customer unadjusted items

cycle time.

Contract/Chargeback Administrator (1988 - 2000)

Managed pharmaceutical distribution contracts with customers such as buying

groups, hospitals, and long term care facilities. Communicated with

internal and external business partners on the requirements for and status

of contracts. Managed multiple duties in a fast-paced environment involving

the contract, rebate and chargeback process.

. Calculated and validated rebate claims for hospitals, group-purchasing

organizations and managed care institutions utilizing rebate and

validation systems.

. Analyzed, evaluated and interpreted incoming pharmaceutical bid

solicitations.

. Analyzed, processed and reconciled chargebacks and A/R customer

unadjusted items (Cui's) utilizing CARS/IS and Trackwise.

. Ensured accurate and timely payment of contractual rebates.

. Maintained and imputed accurate pricing and membership information

utilizing CARS/IS.

. Responsible for resolving and handling inquiries for buying groups,

customers and field staff regarding contract policies and procedures

along with credits memos, customer deductions and the Primary Vendor

program.

. Skilled at communicating with all levels of personnel.

. Analyzed and verified each contract/chargeback test case using BIDS, DIS

and SQL application.

. Organized/participated in meetings and workflow sessions to determine

business needs for CARS/IS Project team.

. Coordinator and facilitator of training process for new and current

employees.

. Accomplished analysis of the Purchased Based Rebates and Chargebacks

application using BIDS, DIS and SQL application.

. Created/documented Systems and Functional test plans describing each

contract and predicted results for each test case. Initialized and

created, in conjunction with IT group; test plans for System conversion.

. Business Representative for CARS/IS system implementation.

. Responsible for applying changes and researching errors of the daily

interface between BIDS and CARS. Communicated and worked closely with IT

group and CARS/IS vendor to determine and correct problems affecting

processing of application.

EDUCATION

Masters of Arts, Training and Development, Montclair State University,

Montclair, NJ

Bachelor of Science, Business Administration, Seton Hall University, South

Orange, NJ

customer service, training, collection, SAP, accounts receivable,

chargebacks, contracts, rebate analyst, Management Trainees, Biotechnology

and Pharmaceutical, Customer Support/Client Care, Training/Instruction.

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